{"id":2793815,"url":"https://alion.io/job/parexel-manager-applications-support","title":"Manager, Applications Support","company":{"id":2735,"name":"Parexel","domain":"parexel.com","url":"https://alion.io/company/parexel","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":39,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":10,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"staff","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Noida, India","Bengaluru, India"],"countries":["IN"],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":13500,"max_usd":35000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":70},"experience_years_min":9,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-10-16T00:00:00Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-20T10:44:28Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"When our values align, there's no limit to what we can achieve.\nAt Parexel, we all share the same goal - to improve the world's health. From clinical trials to regulatory, consulting, and market access, every clinical development solution we provide is underpinned by something special - a deep conviction in what we do.\nEach of us, no matter what we do at Parexel, contributes to the development of a therapy that ultimately will benefit a patient. We take our work personally, we do it with empathy and we're committed to making a difference.\nAbout Parexel\nParexel is a leading global clinical development partner delivering insights-driven clinical and consulting solutions to the life sciences industry. With 22,000+ employees worldwide, we partner with biopharmaceutical companies and research sites to design and deliver patient-focused clinical trials that broaden access and make research a care option for anyone, anywhere.\nWe work with focus, agility, and shared purpose -- moving with urgency to address patient needs and accelerate the delivery of new therapies. We embrace bold thinking, adapt quickly to change, and continually raise the bar for the speed and quality of clinical research. We are expanding our team and seeking talented individuals to help drive industry leading innovation, With Heart(R).\nAbout the Role\nWe are seeking a Manager, Applications Support to join our team. As a manager, you will oversee help desk operations and lead a team dedicated to delivering exceptional customer service and technical support. This position plays a key role in ensuring team performance, maintaining service quality standards, and driving continuous improvement in customer satisfaction. You will collaborate with team members and cross-functional partners, follow industry best practices in the industry, and contribute to operational excellence across all support functions. Responsibilities include resolving complex technical issues, managing team performance, and implementing strategies to enhance service delivery.\nYou will join a fast-paced, growth-oriented environment focused on making a meaningful impact through effective team leadership, customer-focused problem solving, and operational excellence. With diverse teams and continuous learning opportunities, the Manager, Applications Support can explore career paths and expand skills across technical support and team management.\nKey Responsibilities\nLead and manage 24x7 operational support team operations across shifts, including holidays and weekends, ensuring consistent service delivery and team accountability\nResolve complex user problems independently or in conjunction with help desk staff, and escalate issues to other resources timely and effectively when necessary\nAnalyze customer problems of high complexity, assess scope of impact, identify resolution options, and take action to resolve issues according to defined service levels\nGather detailed information regarding problems that cannot be resolved at tier 1 level and assign them to appropriately qualified professionals\nProvide technical troubleshooting and root cause analysis to identify underlying issues and implement sustainable solutions\nCollect information from callers and ensure that tickets are promptly and accurately documented in the tracking system\nEnsure that service requests that cannot be resolved by the help desk are properly routed to the appropriate support team\nCreate positive working relationships amongst help desk team members to ensure smooth workflow and improve overall team performance\nDevelop multiple strategies to tackle issues and maintain backup plans to ensure effective problem resolution\nCommunicate directly with users and help desk analysts to resolve customer incidents with software and systems\nAssess team performance, identify development opportunities, and support continuous improvement in service delivery\nYou'll thrive in this role if you bring:\nStrengths in leadership, problem-solving, and customer service\nExperience working in technical support, IT operations, or a regulated environment\nThe ability to collaborate across teams and communicate clearly with technical and non-technical users\nA customer-focused mindset and strong attention to detail\nComfort working with helpdesk systems, ticketing platforms, and browser-based applications\nTime management skills and analytical capabilities to prioritize and resolve issues effectively\nRequired Qualifications\nBachelor's / master's degree is required\n9+ years of experience in help desk operations, technical support, or IT customer service\nDemonstrated experience supporting complex browser-based applications and client applications\nStrong knowledge of Microsoft Office applications\nSolid problem-solving skills with the ability to immediately research, diagnose, and implement effective solutions\nExcellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical users at all levels\nThorough knowledge of helpdesk operations, IT best practices, industry trends, and customer service standards\nStrong leadership skills and ability to manage and motivate team members\nExperience managing 24x7 operational support environments\nPreferred Qualifications\nExperience managing technical support teams or help desk operations\nFamiliarity with ITIL frameworks or IT service management methodologies\nExperience with ticketing systems and knowledge management platforms\nWe believe in flexibility, growth, and creating space for people to do their best work. Join us and be part of a team where your contributions help shape the future of clinical research.\nIf this job doesn't sound like the next step in your career, but perhaps you know of someone who'd be perfect fit, send them the link to apply!","description_format":"text","description_chars":5808,"description_truncated":false,"requirements":{"experience_years_min":9,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Clinical Trial Services (CRO)"],"lifecycle":[{"event":"open","at":"2026-10-17T21:41:54Z"}],"visa":[],"liveness":{"score":57,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":0.9,"age_days":4,"expected_fill_days":10,"reasons":["conf:7","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/parexel-manager-applications-support","json_url":"https://alion.io/job/parexel-manager-applications-support.json","meta":{"generated_at":"2026-10-20T17:34:05Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20170,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2735},"rest":"https://alion.io/mcp/rest/get_company?id=2735"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fparexel-manager-applications-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fparexel-manager-applications-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fparexel-manager-applications-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/parexel-manager-applications-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fparexel-manager-applications-support"}]}